Vice President, Transport Ecosystem at Interswitch, Nnenna Ajanwachuku in this interview with Emma Okonji, she speaks about the role of Interswitch in digitising the mobility ecosystem, using the Quickteller Travel platform. Excerpts:

Interswitch is well-known in payments and digital commerce. Why has the company chosen to place such a strong emphasis on the travel and mobility ecosystem at this time?

Payments are the lifeblood of any economy, and travel is one of Africa’s most dynamic sectors. We saw a clear gap where digital infrastructure could simplify fragmented processes, improve security and boost revenues for operators. Our focus on travel and mobility is a natural extension of what Interswitch has always done best in connecting people and businesses with seamless, trusted digital solutions. What we’ve done is to bring in the infrastructure that would enable digitization of the transport ecosystem. We’ve seen that within the transport ecosystem, there’s a lot of cash activities within there. And there’s need for us to bring in the infrastructure that we have layered on banks for easy payment. We want to bring such infrastructure into the transport ecosystem, to drive the activities and financial transactions, and enable a seamless transaction flow within the transport ecosystem. So, we’re using the same infrastructure that we’ve used for the financial sector to bring into transportation and the entire ecosystem, to drive activities within that ecosystem.

Quickteller Travel has been described as a concierge service. Could you explain what makes it different from the existing travel platforms already in the market?

Quickteller Travel isn’t just another booking portal. It’s a one-stop concierge service that is designed to meet the full journey — from search and booking to payment and post-travel support. We’re integrating travel agencies, interstate transport operators, and even ancillary services into a single, secure ecosystem. It’s convenience, transparency and trust rolled into one platform. For us at Interswitch, we’re not just a travel platform. Quickteller Travel platform is not just another online platform. There are many platforms, but what we have done with the Quickteller Travel platform is to make it a one-stop-search, designed to meet full journey. So, it’s end-to-end, starting from search, booking, payment, and even post-travel support. What we have done is to ensure that the consumer will be able to have end-to-end, full-on travel experience. So, you are able to search for your ride.
You are able to make payment, and the payment is integrated to the platform.  The platform also supports post-travel. Now, we’ve aggregated and integrated different travel operators, agencies, airlines, road transport operators, interstate and intrastate operators on one platform. So, what you are then getting is a concierge of all travel and transport stakeholders on one platform. And that is what makes the Quickteller Travel platform different from the other travel platforms that we available.

Many operators in interstate travel, especially unstructured ones, still rely heavily on cash. How does Interswitch’s mobility suite address this gap while ensuring inclusivity?

We’ve built tools that meet operators where they are. Our mobility suite allows even the smallest transport company to digitize ticketing and payments using simple interfaces and affordable technology. This not only reduces cash risks but also expands their customer base, provides real-time reporting and ultimately raises service standards for passengers.

Now, for the unstructured players, we have also built out something that would enable the small operators, the unstructured operators, to be part of the digitization of the ecosystem. So, whether it is structured or unstructured, the infrastructure that we have built out, will suit, regardless of the kind of transport system.

What we did is to build out solutions and we have taken the solutions to meet them at their terminals, meet them at their spots. The solutions are devices that can be hand-held and very easy to operate. It will then replace cash, and allow for people to make payments using cards, using QR codes. It will also enable the operators, the small operators, to get their transactions instantly and make settlement instantly without having or needing cash or collecting cash.
So, we have basically eradicated cash collections with some of the solutions that were put in the hands of the small travel operators.

Security is a major concern in online transactions. What are some of the specific measures that Interswitch has embedded in these travel solutions to build user trust?

Security is non-negotiable. All our travel solutions ride on Interswitch’s robust payments infrastructure — the same backbone trusted by banks and government agencies. We employ end-to-end encryption, tokenisation, fraud monitoring and multi-factor authentication to ensure every transaction is secure. Passengers and operators can transact with confidence. InterSwitch has done very well with regards to security. The banks trust us, the government trusts us, so transport operators and the transport ecosystem will trust us as well, because we are layering it on the same backbone that we have done for the financial sectors, for the banks, and for the government. So, it is the same backbone. What is key for us is to ensure that there is security, just like you’ve mentioned. The infrastructure that we’re building out, the solutions we’re building out, are highly secured. If our solutions can secure the banks, it can also secure the transport ecosystem as well.

Beyond Nigeria, does Interswitch have plans to scale Quickteller Travel and its mobility solutions across other African markets?

Absolutely. Our vision is pan-African. We’re already in advanced discussions with partners in East and Southern Africa. We’re taking a phased approach, starting with cross-border transport corridors, then expanding to other travel verticals. The aim is a truly interconnected African travel ecosystem, powered by Interswitch.

So we have gone into Ghana, we have gone into Kenya, and we are working around the southern African countries. And in the same light, using the same payment rails, we are also extending our travel solutions to those countries. So, we are not just focusing on Nigeria. We are also going to be cascading into those African economies where today, InterSwitch as a payment company is a domicile.

Partnerships are vital in travel and tourism. Can you share some of the

collaborations Interswitch is seeking to establish at AKWAABA 2025?

We see AKWAABA as a marketplace for ideas and alliances. We’re here to meet regulators, state transport authorities, travel agencies, fintech partners and even hospitality players. Our goal is to stitch together a network that makes digital travel seamless — from booking a bus ticket in Lagos to reserving a safari lodge in Kenya.

How does Interswitch see its role in helping government agencies or regulators modernise the transport and tourism infrastructure through digital innovation?

We’re already working with several state governments to digitise ticketing and revenue collection. By providing transparent, data-driven systems, we help agencies plan better, cut leakages and improve service delivery. Interswitch can be the neutral tech backbone that accelerates modernisation without disrupting existing structures. So, we are already working with several states. Today, with our payments and collections business, we work with banks, we work with states, and we work with the transport aspect as well. We are also leveraging those relationships across different states. We are working with them to drive their mass transit schemes, working with them already to work around their interstate travel operators and operations, to help bring in digitization and enable the passengers, the consumers and the citizens of the states to have a more seamless travel experience. So, we are currently working with a couple of states to ensure that mass transit within the states is seamless.

Customer experience is increasingly a differentiator in the travel industry. What aspects of Interswitch’s travel ecosystem directly improve the traveler’s journey?

Our solutions cut out the pain points — no more endless queues, no hidden charges, instant refunds where necessary, and real-time updates. Whether you’re booking online or at a partner outlet, the experience is consistent and transparent. For the traveller, it simply feels like travel has finally caught up with the digital age. What is key is to ensure that there is a seamless travel experience for the customer, that the customer trusts the solution that we are bringing in. Given that customers within the financial sector trust InterSwitch to power their payments, we also believe that our solutions will be trusted by the customers in the travel space.

Considering the fragmented nature of Africa’s transport systems, how does

Interswitch ensure interoperability between structured and unstructured operators on its platforms?

We’ve built flexible APIs and dashboards that can integrate with whatever system an operator is using — even spreadsheets. This ensures both large, tech- savvy companies and small roadside operators can plug into the same platform.

Interoperability is at the heart of everything we’re rolling out.

Sustainability is now a global focus. Is there a way Interswitch’s solutions contribute to greener, more efficient travel in Africa?

Digitisation itself is a sustainability tool. When you replace paper tickets with e- tickets, optimise routes using data, and cut down idle times, you’re reducing waste and emissions. We’re also exploring partnerships that link digital payments

to carbon-offset initiatives for travel operators. Again, we are partnering and exploring partnerships with digital payments for initiatives that would also drive carbon offsets. Working with partners that can bring in EV vehicles and things like that that would also help with reducing carbon emission.

Could you highlight some key success stories or early wins from the pilot phases of Quickteller Travel or other mobility solutions?

In our pilots, several interstate operators have reported double-digit growth in ticket sales and significant reductions in cash handling costs. For example, one operator cut boarding times by 40 per cent simply by using our e-ticketing system.

These are tangible wins that show the power of digital transformation. They are using our Quickteller Travel transport solutions to drive adoption across the passengers, and we’ve recorded such positive feedback from transport operators that typically would be collecting cash and having a lot of revenue leakages. Some of those revenue leakages have been blocked because now they are using digital platforms that we’ve built out for them. And so, those are some of the success stories that make us proud at Interswitch.

How is Interswitch planning to work with smaller travel agencies or operators who may lack the resources to adopt complex digital tools?

 We’ve designed a ‘light’ onboarding package with zero upfront integration costs and simple dashboards accessible from a basic smartphone. We’re also offering training and customer support to ensure smaller players aren’t left behind. Yes, so knowing fully well that the transport sector has, like you mentioned, big players and small players, we have designed solutions to fit both big and small players. We have the solutions that would cater for those that are already digitized and want to be aggregated onto a platform to enable them to have access to consumer goods. We also have solutions that are small solutions, very light solutions that would enable those small players to buy into it. The devices are small and not expensive, and the transaction fee is also small. And so, it means that whether you’re big or small, there’s something that we have built out for you as a transport operator. So Inclusivity is our mantra.

Looking ahead, what are the new innovations that Interswitch will be developing for the travel ecosystem over the next three to five years?

 Expect deeper personalization — AI-driven travel recommendations, loyalty integrations, and smarter cross-border payment options. We’re also working on embedded insurance and financing for travellers and operators. The goal is to make travel in Africa not just digital, but intelligent. Because we’re taking transportation even outside Africa, outside Nigeria, and into African countries, we’re going to be tweaking our payments to ensure availability of cross-border payment options on our platforms. So, those are the sort of things that we’re cooking up and should be done in the near future.

What does Interswitch hope to achieve by the end of its participation at

AKWAABA 2025, in terms of partnerships and brand positioning?

We want to leave AKWAABA known not only as a payments leader but as the trusted digital partner for Africa’s travel economy. If by the end of the event we’ve forged meaningful partnerships, inspired regulators and empowered operators, then we’ll have achieved exactly what we came for — accelerating Africa’s journey towards seamless, inclusive travel.

What will be your advice for passenger insurance policy in the travel and mobility ecosystem?

So, I love that you brought this up because in us creating the experience for the end user, which is the passenger, we built in insurance as one of the value-added services that we have on our platform. So, what we’ve done is to partner with different insurance companies to provide travel insurance for the passenger.
So, as one of the options, when you come on our platform, you have the option of choosing insurance package at a very minimal premium, minimal fee. And once you select it, automatically, insurance covers the entire journey. Security is a concern in Nigeria, and so it’s important to also layer insurance as a value-added service on the platform, and we’ve done that very excellently.

What should be done to create awareness about insurance policy for road passengers?

Our platform has aggregated different stakeholders like insurance, financiers, as it were and stakeholders within the transport ecosystem that would bring value to the passengers and the operators. So, what we’ve really done is sensitizing the operators to let them know some of the value-added services that we’ve curateid n our transport solutions, and to let the customers and the passengers know about them. On our part, we advertise on the platform and market it. We’re also letting passengers know about some of these value-added services that we’ve curated.

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